Julius Jackson
Albany,GA
Summary
Energetic and empathetic Customer Success Specialist with 5+ years of experience handling high-volume customer interactions and complex escalations across phone, chat, and email. Skilled in de-escalating challenging situations, resolving issues efficiently, and delivering solution-oriented support that improves customer satisfaction and retention. Experienced in managing detailed case documentation, navigating CRM systems, and meeting performance metrics in fast-paced environments. Known for building trust, communicating clearly, and turning difficult interactions into positive customer experiences.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Home Depot
08.2023 - 01.2026
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflict.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed a high volume of 75 calls daily, maintaining composure under pressure while providing exceptional service.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manne
Sr. Resolution Coordinator
Omni Interactions
11.2021 - 05.2023
- Managed escalated customer issues that required strong judgment, problem-solving, and clear decision-making to reach effective resolutions.
- Provided tailored support by identifying root causes and guiding customers toward long-term solutions, not just immediate fixes.
- Documented complex cases in CRM systems with clear, detailed notes to ensure continuity and cross-team visibility.
- Supported queue management and maintained SLA adherence in a fast-paced, high-volume environment.
- Served as a go-to resource for newer team members, offering guidance on handling complex or sensitive interactions.
- Identified recurring issues and shared insights that contributed to process improvements and reduced inefficiencies.
- Remote
Billing Resolution Specialist
Teleperformance
08.2019 - 03.2021
- Delivered high-touch, personalized support to customers, resolving billing, account, and service related concerns with professionalism and empathy.
- Handled a high volume of inbound calls, maintaining efficiency and professionalism while navigating through complex customer situations.
- De-escalated frustrated customers by identifying root issues and providing clear, solution based guidance.
- Documented customer interactions accurately in CRM systems.
- Identified recurring customer issues and shared feedback to support process and workflow improvements.
- Remote
Education
High School Diploma -
Monroe High School
Albany GA Skills
- High-Volume Customer Support & Call Handling
- Customer Retention & Relationship Building
- Conflict Resolution & De-escalation
- Escalation Management & Resolution
- Process Improvement & Workflow Optimization
- CRM Systems (Salesforce, Zendesk) & Multi-System Navigation
- Account Management (Phone, Chat, Email)
- Problem Solving & Critical Thinking
- Case Documentation & Reporting
- Cross-Functional Collaboration
- Adaptability in Fast-Paced Environments
- Performance Metrics (SLA, CSAT, QA, FCR)
Timeline
Call Center Representative
Home Depot
08.2023 - 01.2026
Sr. Resolution Coordinator
Omni Interactions
11.2021 - 05.2023
Billing Resolution Specialist
Teleperformance
08.2019 - 03.2021
High School Diploma -
Monroe High School